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Organizational Silo Busting: Collaboration Tips for Improving Customer Experience

Organizational Silo Busting: Collaboration Tips for Improving Customer Experience

This IDC Insight discusses the impact of organizational silos on a company's customer experience mission and suggests ideas for breaking down silo walls to increase collaboration.In the digital era, companies can no longer obtain competitive advantage without excellent customer experience. Organizational silos risk an enterprise's success — especially if they form in the critical customer-facing teams such as marketing; busting up these silos becomes one of the most important tasks of 21st century management.

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IDC Opinion
In This Insight
Situation Overview
Silo Busting Is the Key Job of 21st Century Management
It's Not Unusual for Organizations to Form Silos
Silos Cause Pain
Competitive Advantage Requires Silo Busting
Four Signs That Your Marketing Organization Is a Silo
You Have Frequent Unresolved Power Struggles with Other Teams
Your Team Hoards Information and Knowledge and Is Reluctant to Be Transparent
Your Metrics Enable Your Team on Its Own to Win, Even if No Other Team Does
Your Processes Are Set Up Like Relay Races with Serial Handoffs Between Groups
Collaboration Tips for Dissolving Silos
Communication
Leadership
Objectives
Culture
Future Outlook

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